Terms of service

The offer and sale of products on our Ecommerce are governed by these general terms and conditions (hereinafter "General Terms and Conditions"), which govern the relationship between Skin First Cosmetics S.r.l. with registered office at via Lorenzo Mascheroni, 14, Milan - 201445 (MI), certified email address skinfirstsrl@legalmail.it, VAT no. 11241570966, in the person of the acting Chairman and legal representative, email skinfirstsrl@legalmail.it (hereinafter "Skin First") and the Customer.

1. Definitions

• Consumer: any natural person who uses the E-commerce for purposes unrelated to any business, commercial, craft, or professional activity, aged 18 (eighteen) years or older.
• Customer: any Consumer who purchases one or more Products through the E-commerce, in accordance with the General Terms and Conditions.
• E-commerce: means the online store available at the URL through which the Products may be purchased.
• Parties: means Skin First and the Customer jointly.
• Products: means the items offered on the E-commerce for sale.
• Personal Area: means the section of the E-commerce for the Customer's exclusive use, through which the Customer may access specific functions provided by Skin First, following authentication.
• Website: means the following website:

2. Subject matter

The General Terms and Conditions govern the online sale of Products by Skin First to the Customer.

The essential characteristics of the Products are illustrated in each product sheet provided on the E-commerce. 

The images and colours of the Products reproduce the actual characteristics of the Products as faithfully as possible. In any case, the images are shown for illustrative purposes only and may not fully correspond to reality, including for technical reasons. Consequently, Skin First cannot be held liable for any inadequacy of the images of the Products shown on the Ecommerce, if due to the aforementioned technical reasons. Skin First will do what is reasonably possible to ensure that Product reviews published by users on the Website are genuinely from Consumers who have purchased and/or used the Products. Reviews published on the Website may not be fully verified and/or may not fully correspond to reality, including for technical reasons.

Skin First offers its Products for sale and conducts its online sales activity exclusively to Customers who are Consumers.

If the Customer is not a Consumer, they are requested to refrain from making any purchases through the E-commerce.

In accordance with its commercial policy, Skin First reserves the right, at its sole discretion, not to process any order not placed by a Consumer or, in any case, any orders that do not comply with its commercial policy.

Information on the range of Products sold through the E-commerce is available, together with Product references, on the Website. In any case, Skin First reserves the right not to accept orders that appear unusual in relation to the quantity of Products purchased or the frequency of purchases.

The Customer is expressly prohibited from reselling, renting, leasing, transferring in any capacity, and for any commercial and/or professional purpose, the Products purchased on the Ecommerce.

3. Completion of the purchase

3.1 registration

To purchase the Products provided through the E-commerce, you may proceed by registering or as a guest user. To register, the Customer must carefully complete and submit the relevant form using the tools made available from time to time, entering their personal details in the appropriate fields. The Customer warrants that the information and personal data provided during the registration process and at a later stage are complete and truthful. 

Registration will only be effective when the Customer receives the confirmation email and opens the link contained therein. At the end of this procedure, a Personal Area will be created for the Customer, where they may view their purchases, check their wishlist, and modify their credentials. The registration credentials, as well as access to the Personal Area, shall be used exclusively by the Customer and shall never be transferred to third parties. The Customer undertakes to keep them confidential and to ensure that no one can access them, also adopting all appropriate security measures in order to minimise the risk of any unauthorised, prohibited, and improper access to the Personal Area, promptly informing Skin First whenever they suspect improper use or unauthorised or prohibited access to the Personal Area.

3.2 completion of the purchase

After registration, it will be possible to begin the purchase process. Before proceeding, the Customer must read the General Terms and Conditions, paying particular attention to the withdrawal clauses, as well as print a paper copy and save a copy on a permanent storage device that allows the Customer to retain the information addressed to them, access it in the future for an adequate period of time, and reproduce the stored data identically.

To purchase Products on the E-commerce, the Customer must complete the electronic order form and submit it to Skin First electronically, following the instructions provided on the E-commerce.

Before submitting the order form, the Customer must identify and correct any data entry errors by checking the selected Product. If the data are incorrect, they may be changed by clicking the "edit data" button. In any case, in order to provide greater protection to the Customer, Skin First will send them by email a receipt of the purchase order containing a summary of the information included in the order form. The Customer must verify delivery of the documentation, checking their junk email folder if necessary.

The Customer must also verify the final price before submitting the relevant order form, it being understood that the price applied to the Product will be the one displayed on the Website at the time the Customer places the order.

The contract for the purchase of the selected Product(s), with full application and effectiveness of the General Terms and Conditions, shall be deemed concluded when Skin First receives payment from the Customer, following electronic transmission of the duly completed order form.

By submitting the order form and paying the amount due, the Customer confirms that they have understood the General Terms and Conditions, as well as any additional information provided on the E-commerce.

Upon completion of the purchase pursuant to the General Terms and Conditions, Skin First will take charge of the purchase order.

The languages available for entering into the General Terms and Conditions are: Italian.

Occasionally, issues may arise relating to the availability of certain Products. In such circumstances, Skin First will promptly inform the Customer by email and offer them the option of choosing between purchasing an item of the same nature as the one no longer available or cancelling the order. If the Customer chooses to cancel the order, they will be promptly refunded.

4. Order availability

For each Product included on the E-commerce, Skin First indicates whether it:

• is available in its warehouse;
• is not available in its warehouse;
• is available on request.

Skin First expressly reserves the right not to indicate the availability of the Products included on the E-commerce. The type and availability of the Products may change at any time without any liability on the part of Skin First towards the Customer.

Any indication of Product availability is not binding, it being understood that Products marked as "unavailable" may not be ordered by the Customer.

Skin First may not process purchase orders that include incomplete or untruthful data, or in the event of an unavailable Product.

If the Products displayed on the E-commerce are no longer available or are not on sale at the time the order form is submitted and Skin First is consequently unable to process the purchase order, Skin First will inform the Customer by email and refund the amount already paid.

5. Warranty

Each Product sold through the E-commerce is subject to the legal warranty, provided directly by Skin First, in accordance with applicable law.

The warranty must be asserted directly by the Customer within 2 (two) months from discovery of the defect, by sending a registered letter to Skin First at the address indicated above, explaining the defect found. For this purpose, the Customer is required to keep the purchase receipt.

Unless proven otherwise, any lack of conformity that becomes apparent within 6 (six) months from delivery of the Product is presumed to have already existed at that time, unless this is incompatible with the type of product or the type of defect.

After notification of the lack of conformity, Skin First reserves the right to propose the appropriate remedies to the Customer.

In the event of a lack of conformity, the Customer is in any case entitled to have the Product brought into conformity, free of charge, by repair or replacement, or to an appropriate price reduction or termination of the General Terms and Conditions. 

The Customer may require Skin First, at its discretion, to repair or replace the Product, free of charge in either case, unless the requested remedy is objectively impossible or excessively costly compared to the other.

A minor lack of conformity for which repair or replacement was not possible, or would have been excessively burdensome, does not in any case give rise to the right to terminate the purchase contract under the General Terms and Conditions.

6. After-sales assistance

After-sales assistance is provided directly by SkinFirst, which may be contacted, for any questions, at the following address: servizioclienti@skinfirst.it. SkinFirst reserves the right to provide after-sales assistance through authorised service providers listed on the Website or communicated in response to the Customer's assistance request.

7. Prices

Product prices and related shipping costs may be subject to updates and include VAT.

By way of example, the price includes VAT if the Products are shipped and delivered within the European Union. If the Products are shipped and delivered outside the European Union, the price does not include VAT.

Product prices, charges, taxes, and duties included are listed on the Product page. Shipping costs are specified in the order form.

Shipping costs, included in the total amount shown, are charged to the Customer as a flat-rate amount that varies according to the selected carrier and the country indicated for shipment.

The prices indicated on the product page are valid until the end of the purchase procedure.

If the price of a Product is discounted and the discount percentage and/or original price are displayed, this information will refer to the price normally applied on the Ecommerce.  

Any taxes, duties, customs charges, and other fees required by the law of the country in which the Products will be delivered shall be borne entirely by the Customer and shall be paid by the Customer upon delivery of the Products, directly to the competent tax or customs authorities or to the courier that carried out the delivery.

8. Payment terms

The Customer may pay the amount due using the payment methods indicated on the E-commerce, including credit card, debit card, PayPal, Satispay, Google Pay, Apple Pay, Klarna, and prepaid cards. Credit cards from the following networks are accepted: VISA, MasterCard.

Skin First reserves the right to modify or add to the payment methods available to the Customer, it being understood that the available payment methods will be those listed on the E-commerce at the time the Customer submits the order.

In the event of payment by credit card, the Customer's card will be charged once the credit card details have been verified and authorisation for the charge has been received from the company issuing the credit card used by the Customer.

The credit card details sent during the order process are protected and are transmitted directly to the bank handling the payment. Payment takes place directly on a secure server, using an SSL encryption key, in order to guarantee absolute security of the transaction.

In the event of payment with PayPal/Satispay/Klarna, at the time the Customer submits the order, the web session will be transferred to the secure PayPal/Satispay/Klarna website. On that website, the Customer may complete payment of the amount due using their PayPal/Satispay/Klarna account and in accordance with the terms and conditions of the PayPal/Satispay/Klarna service, accepted at that time or previously. The amount will be charged to the PayPal/Satispay/Klarna account simultaneously with transmission of the order confirmation. The price of the Products may not vary in any case depending on the payment method chosen.

9. Shipment and delivery of products

Skin First is not obliged to ship the Products until it has received payment of the price; after receiving payment, Skin First undertakes to ship the Products within 5 (five) working days.

The delivery times specified here are to be considered non-binding, non-essential, and merely indicative. Skin First may not in any case be held liable for failure to comply with such times.

Skin First guarantees shipment of the Products, via express couriers, selected from time to time according to the Product purchased and the destination, to the delivery address provided by the Customer when submitting the order.

The Customer may check the status of orders using the online "Track your order " function made available by the courier in charge of delivery and available in the Personal Area and in the shipment confirmation email. The Customer may carry out this check only after the Products have been shipped.

At the time of delivery, the Customer must check that the packaging and/or wrapping of the Products is intact, undamaged, not wet, and in any case unaltered, including the sealing materials.

The Customer is required to immediately report any damage to the packaging or wrapping of the Products by placing a reservation note on the courier's delivery receipt, as well as informing Skin First by registered letter or equivalent technology. Otherwise, and in particular if the courier's delivery receipt is signed without any objection, the Customer may no longer raise any complaint relating to the external characteristics of what was delivered.

10. delivery delays

If, for reasons not attributable to Skin First, it is not possible to deliver the Products in the manner and within the times indicated, Skin First will inform the Customer, indicating, where possible, new times and methods. By concluding the purchase contract, the Customer accepts the possibility of such delays. If the delivery delay exceeds 90 (ninety) days from the scheduled date, the Customer shall be entitled to terminate the purchase contract.

11. Right of withdrawal

The Customer has the right to withdraw from the purchase contract under the General Terms and Conditions without giving any reason and without any penalty within 14 (fourteen) days, starting from the day on which they themselves or a third party, other than the appointed carrier, obtains physical possession of the Product. The date indicated on the delivery receipt shall prevail. 

The right of withdrawal must be exercised by the Customer by sending Skin First a communication containing an express declaration of their intention to exercise the right of withdrawal from the purchase contract, as well as the relevant order number from which they intend to withdraw. To exercise the right of withdrawal, the Customer may choose one of the following methods:

• send an email to: servizioclienti@skinfirst.it
  
• send a registered letter with acknowledgement of receipt to:

  Skin First Cosmetics S.r.l.
  Via Lorenzo Mascheroni, 14 
  20145 - Milan (MI).

For the purpose of complying with the above time limits, it is sufficient for the Customer to send the communication regarding the right of withdrawal before the withdrawal period has expired.

The following information must be included in the communication:

• Customer's first and last name;
• Customer's address;
• Order number and purchase date;
• Item description, quantity, reason for return, and corresponding amount paid.

It is possible to use and attach to the email or registered letter the appropriate return form available at the following link

If the right of withdrawal is exercised, the Customer must return the Products to Skin First without undue delay and, in any event, within 14 (fourteen) working days from the communication of withdrawal. The deadline is met if the Customer sends the Products within 14 (fourteen) days from the communication of withdrawal.

Upon receipt of the communication, Skin First will inform the customer by email of the procedure for shipping the products, which must take place no later than 14 working days from the date on which the customer expressly exercised the right of withdrawal.

If the Customer withdraws from the purchase contract under the General Terms and Conditions, they will be reimbursed for all costs already paid to Skin First, including delivery costs (except for the additional cost due to a particular type of delivery requested by the Customer, other than the least expensive standard delivery offered by Skin First), without undue delay and in any event within 14 (fourteen) days from the day on which Skin First was informed of the decision to withdraw. Such refunds will be made using the same payment method chosen for the initial transaction, unless the Customer has expressly requested a different payment method; in any case, the Customer shall not incur any costs as a consequence of the refund.

The refund may be withheld by Skin First until the Products are received or until the Customer has provided proof of shipment.

The Product must be returned intact, in its usual state of wear. If the Customer exercises the right of withdrawal from the General Terms and Conditions in a manner that does not comply with the conditions required by this section, they shall not be entitled to any refund.

Please note that the shipping costs relating to the return of the goods are borne by the customer as provided for by article 57, paragraph 1, of the Consumer Code.

The consumer customer may not exercise the right of withdrawal in the event of the purchase of Digital Gift Cards (or Gift Vouchers); consequently, the amount spent on the purchase of this type of product will not be refunded.

12. Security measures

In order to ensure that the Customer's credit, debit, or charge card is not used without their consent, Skin First will validate the name, address, and other personal information provided during the order process against appropriate third-party databases, in accordance with Skin First's privacy policy. In carrying out these checks, the personal information provided by the Customer may be disclosed to a registered credit reference agency, which may keep a record of such information. This is done solely to confirm the Customer's identity; no credit check is performed and the Customer's credit rating will not be affected.

If an order placed by the Customer is considered fraudulent or otherwise placed in breach of the General Terms and Conditions, the sale will be immediately cancelled and, if any amounts have already been charged to the Customer, they will be refunded within 14 (fourteen) working days from the relevant communication.

13. General product warnings

Skin First sells the Products in compliance with applicable regulations. 

It is understood that the purchase of Products is reserved exclusively for consenting Consumers who have been duly informed of the potentially allergenic properties of the Products sold and the ingredients contained therein. 

The Customer must follow the instructions for proper storage of the Products shown on the Product labels. In particular, the Customer must store the Products in a cool, dry place, away from heat sources or excessive exposure to light. The Customer is aware of the possible flammability of certain Products. 

The Customer is also responsible for checking the list of Product ingredients, which may contain potential allergens. 

The Customer must observe the specific precautions set out on the label for correct use of the Products, in particular avoiding excessive use thereof. 

The Customer must pay attention to the minimum durability date or expiry date indicated on the labelling and/or packaging of the Products. It is understood that the Products may lose their original characteristics once the period indicated on the Product labelling has passed.

If undesirable effects occur during use of the Products, the Customer is advised to stop using them immediately and consult a doctor. 

It is recommended to keep the Products out of the reach of children and/or pets.

14. Applicable law and competent court

The General Terms and Conditions and any purchase contract concluded between the Parties are governed by Italian law, without prejudice to any other mandatory overriding law in the Customer's country of residence.

In the event of a dispute arising from the interpretation and/or application of the General Terms and Conditions, jurisdiction shall lie with the Consumer's court, namely the court of the Customer's place of residence or domicile, if located in Italian territory.

15. Alternative dispute resolution

Alternative dispute resolution is a process in which an independent body examines the facts of a dispute and seeks to resolve it, without the Customer having to go to court. If the Customer is not satisfied with the way SkinFirst has handled a complaint, they may submit a complaint for online resolution to the European Commission's online dispute resolution platform.

16. Complaints

For any complaint, Skin First may be contacted directly using the following methods:

• by completing and sending the form available at the following URL: https://www.skinfirstcosmetics.it/pages/contatti;
• by email at the following address: servizioclienti@skinfirst.it.

17. Privacy

The Customer must read the privacy policy provided on the E-commerce in the Privacy Policy section.

18. Contacts

Customers may contact Skin First directly by writing to: servizioclienti@skinfirst.it or through the E-commerce by completing the form available on the page: https://www.skinfirstcosmetics.it/pages/contatti